Quentin Agnan

Founder of Nuagique, a consulting firm specializing in the integration of no-code / low-code SaaS solutions. Specialist in Freshworks solutions (Freshdesk / Freshservice / Freshchat / Freshcaller).

I support French and southern European partners in their success with their customers and prospects. • Study of prospects' needs • Response to calls for tenders • Contextual demonstration by setting up POC • Assistance with contracting • Internal relay for partner requests on pre-sales processes in order to optimize the chances of success Implementation of support for partners, called "5-star service", with the aim of: • To increase the skills of our integrator partners in France, through training and double listening during customer calls • Be the single point of contact for all technical and functional requests, while ensuring optimal responsiveness • Optimize the chances of success in the opportunities detected by our partners This service includes a Meddpic-type methodology, as well as an application of the RIDAQ operation (Risk, Information, Decision, Action, Question).

Acquisition of Cirruseo by Accenture As a consultant : • I support our prospects in pre-sales in order to guide them towards the most suitable solution for their activity. • I carry out, with our clients, project studies as well as the technical configuration around ServiceNow (ITSM), Freshdesk, Freshservice (ITSM), Freshsales (CRM), Freshcaller, Freshchat, LumApps, Universe, Copper (Prosperworks / CRM), Genesys solutions. • I also support companies in the strategy of changing the tools configured in this way, for optimal deployment within teams. • I provide training during the deployment of new tools internally. • I audit customer and IT services as part of the development of new working methods through process analysis and active listening. I defined a new strategy in connection with the teams concerned and the company's strategy.

New player in French television with a revolutionary interface. Molotov allows, in the same way as Netflix, to visualize at a glance the programs diffused live, in the past, or in the future, and to watch only the contents which interest the consumer. With the support of Pierre Lescure, Molotov aims to position itself on all connected screens, as a real alternative to conventional television and so little technological. • Project study for the implementation of a client community • Processing of commercial & technical customer requests • Telephone contact in case of major difficulty • Claims management • Analysis and feedback of bugs • Communication with customers on developments • Discussions and diagnostics with application developers (Smart TV environment, Apple TV, Chromecast, Android, iOS, Windows, Linux, features, etc.) • Management of customer loyalty • Force of proposal on the evolution of the customer relationship within the company • Feeding of the internal knowledge base (writing, corrections, etc.)

Web hosting, cloud computing and dedicated server sector. Ikoula has been creating web and application hosting solutions for over 15 years. The company has its own Data Centers in Reims and Eppes which host more than 5,000 servers. A pioneer in hosting, Ikoula places innovation, simplicity and customer satisfaction at the heart of its solutions. Several years of experience in virtualization have made Ikoula the cloud leader in France. The Express division is dedicated to individuals and small businesses looking for packaged solutions, flexible and available quickly online. The IES division offers tailor-made services for companies and partners. • Reception of customer calls and processing of commercial requests • Monitoring of the establishment of projects, whether on the technical part as on the invoicing part. • Establishment of commercial proposals / project studies • Loyalty, customer acquisition and increase in monthly income through extensive discovery of needs. • Prospecting on the basis of existing customers as well as in the "Île-de-France" region and digital companies.

Software solutions for works councils (V12, Amarys Gestion, V8, 4D). • Analysis of technical issues • Search for immediate solutions and application debugging. • Verification of works council calculation formulas and answer to questions relating to accounting. • Mail and telephone processing.

Customer shop of the operator Bouygues Télécom for individuals and professionals. • Merchandising management, inventory verification and re-supply management • Customer reception (Welcome Manager) • Processing of in-store requests, management of customer acquisition and loyalty, work on customer discourse • Handling (stocks) and qualitative customer follow-up (SMS satisfaction survey) • Staff training on improving customer relations. • Cash management and contract compliance.

Mobipel call center of the Iliad SA / Free SAS group. Attached to the MCRA group entity. • Recruitment, training of new employees and continuous training of people in post • Team animation • Analysis of statistics and definition of action plans • Power of sanctions in the event of non-compliance with the actions defined with the employee • Management of annual interviews • Daily qualitative and productive monitoring • HR actions including dismissal. ► Strengths: • Creation of the ASA activity, now called ELITE: merger of customer and technical service for high-risk or multi-contact customers using an algorithm defined on the 3244 voice server. • Participation in the creation of subscriber relationship training modules, in particular for the management of problematic cases in appeal.

Web hosting, dedicated servers in France and Germany, VoIP telephony and Internet access by DSL / Satellite. • Administration of Linux and Windows servers. • Account and customer relationship management • Company administration (HR, recruitment, social contributions, ...) • Definition of commercial and quality objectives with a team of employees. • Telephone contacts (incoming and outgoing calls) for customer service and support.

Call center working on behalf of the operator Orange. Activity 1014 / 3900 / Commercial service for RTC / DSL offers and customers. • Processing of requests made by customers • Advice and subscription to specifically adapted offers • Billing information, collection of bills by Credit Card • Processing of complaints and cancellations

Outgoing call campaign as part of an information campaign on tax reduction. Akerys group company. • Advice, financial and real estate investments • Management of prospect and customer calls (making appointments, information on the offer, complaints)

Outgoing call campaign for the sale of insurance products carried out by the company Call Center Factory. Death / hospitalization insurances. • Advice according to the study of prospects' needs • Management of customer files including administrative changes as well as complaints / disputes

Web hosting, dedicated servers in France and Germany, VoIP telephony and Internet access by DSL / Satellite. • Administration of Linux servers located in France (data center of the Iliad group and OVH) as part of the hosting of websites • Marketing of ADSL / SDSL Internet access offer through a partnership with Nerim (white label) and Nordnet (Orange subsidiary) • Management of the customer relationship and the conquest of new prospects • Definition of commercial offers • Support management